Job Description
Service Delivery Manager role involves ensuring world-class service across all areas of technology in the airline sector.
As a Service Delivery Manager, you will utilise your technical and management skills to deliver services and manage relationships with stakeholders at all levels.
Key responsibilities include establishing and maintaining strong relationships with internal and external stakeholders, understanding customer needs, and providing the best service possible.
Additional responsibilities include handling escalated situations, participating in technical bridges, and keeping a view of all incidents and service requests.
You will also be responsible for ensuring airline service operations processes are aligned and delivered as per guidelines, identifying opportunities for improvement, and driving change.
Accountability for achievement of client KPIs and contractual obligations is also a key aspect of the role.
Closely working with offshore and nearshore teams to deliver services is also a key responsibility.
Key skills and knowledge include proven experience in IT in large corporate environments, in-depth working knowledge of service management processes, and IT skills to understand and articulate infrastructure and application problems.
Commitment to delivering customer service excellence and high-quality work is also essential.
Excellent verbal and written communication skills, self-motivation, self-confidence, flexibility, adaptability, and open-mindedness are also required.
Able to anticipate, successfully negotiate and solve problems, and resolve conflicts when they arise.
Good knowledge of monitoring tools such as Nagios, Tivoli, Splunk, Dynatrace, and Cloud watch is also beneficial.
Ability to deliver in a high-pressure, dynamic environment working to tight SLAs is also required.
Good knowledge of Service Now ITSM tool and reporting is also beneficial.
ITIL V3 Certified is also a requirement.
Candidates should hold appropriate RTWs for Ireland.
eir evo talent is an equal opportunity employer who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability.
eir evo talent apply all relevant Data Protection laws when processing your Personal Data.